How can government agencies become customer focused? In his essay for the McKinsey Center for Government, the one-time director of the United States Patent and Trademark Office (USPTO) describes the three things successful agencies do well: • Seek and respond to stakeholder input • Organize to serve their employees • Take a user-centric approach to designing and implementing systems and solutions Click to learn about David Kappos experiences at the agency implementing them. Youll also find his first-person perspectives in a series of one-minute videos on our McKinsey & Company site and posted here over the coming weeks.
Posted on: Thu, 01 May 2014 10:00:00 +0000